Click4Assistance glyph Flower shape graphic Rectangle shape
21 February 2013 | 4769 views

What is Online Chat Software Chat Routing?

What is Online Chat Software Chat Routing?

Great customer service means ensuring your visitor speaks to the right person at the right time. How can this be achieved in a multi operator online chat software environment?

With the release of the ‘Toolbox’, Click4Assistance has introduced an advanced Chat Distribution System. The CDS ensures your customers get the level of service you want to provide, whatever your type of organisation.


Group your operators in a way that suits your business, by department, location, skills or knowledge

Target these groups using one of the following methods. Use specific buttons on appropriate web pages, for example technical areas can route chats directly to your support team. The CDS then ensures the visitor gets to the most appropriate member of your team. Once your visitor has their answer and they are ready to purchase, no problem, they can be easily transferred to an agent within the sales group.

If you have satellite websites or international call centres, the Toolbox flexibility will cater for this. Use the Chat Distribution to direct chats from your Italian website to an operator fluent in the appropriate language. For more generic web pages, allow the visitor to select the enquiry type using a drop down box displaying the available departments.

A combination of these methods can be used across your pages and website. For more information speak to our friendly team on 0845 123 5871.

Popular Blogs

Click4Assistance Releases Mobile-Friendly Live Chat Software 7 May 2014

Click4Assistance Releases Mobile-Friendly Live Chat Software

Following the server migration and Heartbleed announcement in April the Click4Assistance team is once again focused on enhancing UK’s favourite live chat software. 

Read more
Click4Assistance UK Software Provider Partners with Largest UK Furniture Retailer 4 Oct 2013

Click4Assistance UK Software Provider Partners with Largest UK Furniture Retailer

Click4Assistance is proud to announce it has recently integrated its innovative live chat software into the existing website of largest UK home retailer Harveys Furniture.

Read more
Accessibility in Live Chat Integration 15 Jun 2017

Accessibility in Live Chat Integration

Organisations that design websites, web technologies or web tools should remove any barriers that prevent interaction with or present accessibility issues for people with disabilities; this is known as web accessibility.

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!